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Frequently Asked Questions (FAQ) On Cleanmate RMA

  1. Symptom #1: Short running time after battery recharged or other battery issues
  2. Symptom #2: CleanMate moving backwards
  3. Symptom #3: Remote Control Not Working
  4. Symptom #4: Side brush and roller brush not working
  5. Symptom #5: CleanMate keep making circles
  6. Symptom #6: CleanMate failed to sense stairs
  7. Symptom #7: On "1" manual mode, CleanMate stops when it hits any object
  8. Symptom #8: The home charging base does not charge the CleanMate unit
  9. Symptom #9: CleanMate QQ-2 has problem returning & docking onto the home charging base
  10. Symptom #10: How to remove sticky dust bin
  11. Symptom #11: Why QQ2 unit cannot do docking and recharge battery?
  12. Visit QQ-1 Q&A for other questions
  13. Visit QQ-2 Q&A for other questions
  14. How do I contact your RMA Department for further assistance?



1. Symptom: Short running time after battery recharged or other battery issues

CleanMate QQ2 Basic or QQ-1 must be turned off before charging the battery. If you see battery charging is short and low battery red LED light is on, make sure power swith is off.

Make sure that the battery is properly seated, and the battery has good contacts with the metal connectors in battery compartment.

The LED light or battery icon on LCD display should be blinking while battery is being charged normally. It will take 2 to 2.5 hours to fully recharge battery. After battery is fully recharged, then LED light or battery icon on LCD display should be steady. If the LED blinking or battery icon movement only last for a minute and stop blinking with other error light on, then battery may not have good contact inside battery compartment.

Charge the battery overnight before you use the CleanMate for the 1st time.

After a deep discharge cycle, it will take longer time to have the battery fully charged, so you will experience shorter run-time. In this case, please charge the battery continuously for 2~3 days even the charge indicator shows the battery has been fully charged. If you still have problem, please contact our tech support team for further assistance.

The default runtime of CleanMate is set to 30 min for QQ1, and 40 min for QQ2. User can increase or decrease the CleanMate runtime by changing the value on timer.

Keep CleanMate unit clean will improve the battery efficiency and increase the cleaning time. It is a good practice to clean the CleanMate filter (Part # SP-QQ2-SET01), roller brush (Part # SP-QQ2-SET02), side brush Part # SP-QQ2-SET03), wheels (Part # SP-QQ2-SET02 and SP-QQ2-SET05) regularly to avoid filter & wheels being clogged by debris or long hairs. This will prevent the motor from over-heating and increase product lifetime.

Do not leave the battery inside the CleanMate if you don’t plan to use it for a few weeks. You can have the battery fully charged first, then take it out and store it in a cool place.

If you still have problem, please contact our tech support team for further assistance.

2. Symptom: CleanMate moving backwards

Likely Cause: defective bumper sensor, cliff sensor or main control PCB board.

Solution: Make sure removing the protective foam pads behind front bumper before turning it on.

The front bumper should be able to move freely after you push it and release it. If the bumper impact sensor does not work probably, you can remove the front bumper to see if problem is gone. If yes, re-install the bumper carefully and make sure that it leaves enough clearance for the bump sensors to react normally.

Clean the cliff sensors (Part # GQQ-1A-HT-2) under the front bottom edge of CleanMate with clean cloth and alcohol. If the surface of sensor component is dirty, it might be cause the CleanMate to think there is deep step in front it, so it will move backwards.

The main PCB (Part # SP-QQ2-PCB01) may needs to be replaced if both bumper impact sensor and cliff sensors are working fine.

Note: CleanMate may have difficulty to clean on a very dark (some dark carpet) or very bright surface (floor with direct sunlight). Once these situations are corrected, it should continue the cleaning job.

If you still have problem, please contact our tech support team for further assistance.  

3. Symptom: Remote Control Not Working

Make sure battery protector film is removed. Open battery comparment to check if necessary. Check the both contact and battery inside the remote, and replace it if the battery is dead.
You can purchase battery from our on-line store.

If it still does not work, replace the whole remote control unit (QQ2 Part # 6033080).

If you still have problem, please contact our tech support team for further assistance.

4. Symptom: Side brush and roller brush not working

There might be problems with the side brush motor, roller brush motor, or the power components in side the CleanMate.
Please contact our tech support team for further assistance.

5. Symptom: CleanMate keep making circles

One of the wheel motors might be defective.

If the CleanMate unit is always turning in counter clockwise to the left, then the left wheel is defective. Left wheel has a marking “L” on the outside of left wheel assembly, and it is located next to the UV light.

See video demo of turning in counter clockwise.
If the CleanMate unit is always turning in clockwise direction to the right, then the right wheel is defective. Right wheel has a marking “R” on the outside of left wheel assembly. It is easy to replace CleanMate wheel assembly. Just remove a small screw on the wheel cover, unplug the power connector from the motor, then take out the defective wheel assembly (see below) and install the new wheel assembly.
See video demo on how to take out wheel.
See video demo on how to install wheel.
Please contact our tech support team for further assistance.

6. Symptom: CleanMate failed to sense stairs

Cliff sensors might be dirt or defective. Try to clean the dust on the cliff sensors (on the bottom of CleanMate). If you still have problem, please contact our Tech Support team.

7. Symptom #7: On "1" manual mode, CleanMate stops when it hits any object

It is normal condition; unit will stop when it hit any object under "Special Bounce" mode. Choose Auto or other cleaning modes, and the CleanMate will run properly.
There are 5 manual modes: "1" for Special Bounce, "2" for Spiral, "3" for Along Wall, "4" for S Shape, "5" for Plygonal Spiral.

8. Symptom #8: The home charging base does not charge the CleanMate unit.

Make sure the CleanMate AC power cable is connected to home base securely.
The normal output voltage of AC power adapter is in 20~22V range.
For regular CleanMate models (QQ2 Green, QQ2 White and QQ-2L), you should see a solid BLUE light on home base to indicate that the home base is powered up.
For newer QQ2 scheduler models (QQ2 PLUS and QQ2 LT), the LCD display window on home base should be turned ON once the home base is powered up.
When you can not powered up the home charging base, please try to charge the CleanMate manually by plugging the AC power adapter directly to the CleanMate unit itself.
If you can charge the CleanMate manually without problems, we can confirm that your AC power adapter and battery are both in good condition.
Then home base charging issue is caused by a defective PCB board in the home base.
If blue LED on QQ2 main unit only blinks for a very short period (less than 1 minute), and “battery low” red LED comes on, then battery might not installed properly (ribbon should face upward or having poor contact, see Sypmtom #1), or the battery itself is defective.

9. Symptom #9: CleanMate QQ-2 has problem returning & docking onto the home charging base

Please refer to FAQ#6: Where is the best place to put home charging base and what is the set up procedure so QQ-2 can do recharging on the home base?

Solution: First of all, make sure the CleanMate AC power cable is connected to the home base securely, and the home base is properly powered up.
For regular CleanMate models (QQ2 Green, QQ2 White and QQ-2L), you should see a solid BLUE light on home base to indicate that the home base is powered up.
For newer QQ2 scheduler models (QQ2 PLUS and QQ2 LT), the LCD display window on home base should be turned ON once the home base is powered up.
Please put the home charging base on hard floor with enough open space around it, so it is easy for the CleanMate to return to the base and perform the docking properly.
In case you have another QQ2 in good condition, try to dock the good QQ2 main unit with home base in question. If the good QQ2 unit can successfully dock onto the home base, then the QQ2 main unit in question is defective. Otherwise, the home base in question is defective.

10. Symptom #10: How to remove sticy dust bin

Please see the demo video link which will show you how to lift up dust bin. You can also use flat head screw driver to lift dust bin up. The dust bin may be sticky at the first time use.

11. Symptom #11: Why QQ2 unit cannot do docking and charge battery?

Do you see 3 pins are not equal length as shown on the photo?

Please put unit back side one foot away from charging station and hit HOME on remote control. Does unit dock and charge battery correctly?


Contact our tech support team for further assistance.

For warranty service request, please include a copy of your purchase receipt (or order confirmation email), give us the serial number of your CleanMate unit (see below), and a brief description of the problem symptom of your unit.

 

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